I've got a ticket and it's status says "Awaiting your reply". It looks like I've got to answer to the last Support's message. OK, when I answer the status changes to "Open", but then again Support says "We are sorry. I cannot give you an exact time frame as to when this will be resolved." etc and status is again "Waiting your reply".
Do developers actually work with those tickets as they are not "Open", but "Awaiting my reply"?